LAYANAN PETUGAS CUSTOMER SERVICE DI PT.PLN (PERSERO) RAYON BANJAR.
ABSTRAK
Nukie Mauliddyah Purwanti,210103110194, Layanan Petugas Customer
Service Di PT.PLN (Persero) Rayon Banjar. Dosen Pembimbing Dra. Kokom
Komariah M.Si. Program Studi Hubungan Masyarakat Diploma III. Fakultas Ilmu
Komunikasi Universitas Padjadjaran.
Penulisan laporan tugas akhir ini bertujuan untuk mengetahui sikap (Attitude),
perhatian (Attention) dan tindakan (Action) oleh petugas Customer Service di
PT.PLN (Persero) Rayon Banjar.
Metode penulisan adalah metode deskriptif, dengan teknik pengumpulan data
wawancara, observasi dan studi kepustakaan.
Hasil pengamatan menunjukkan sikap (Attitude) petugas Customer Service
PT.PLN (Persero) Rayon Banjar dalam melayani pelanggan bersikap terbuka,
aktif dan sigap dengan didukung penampilan yang rapi dan serasi serta
penampilan kepribadian dan ekspresi wajah yang menarik. Perhatian (Attention)
yang dilakukan petugas ialah mendengarkan saran, kritikan, keluhan dan
permasalahan pelanggan, tidak memotong pembicaraan, tenang, menawarkan
bantuan, menjelaskan dengan detail pertanyaan pelanggan, menawarkan solusi
serta memberlakukan pelanggan sebagai Raja. Bentuk tindakan (Action) yang
dilaksanakan ialah menyiapkan properti untuk melayani pelanggan, melayani
pelanggan di AP2T (Aplikasi Pelayanan Pelanggan Terpadu), dan menjelaskan
tata cara dan syarat untuk melakukan Penyambungan Baru (PB), Perubahan Daya
(PD), Penyambungan Sementara (PS) dan melayani gangguan serta komplain.
Simpulan menunjukkan bahwa sikap (Attitude) petugas Customer Service
dalam melayani pelanggan sudah berjalan baik dan optimal. Pada Perhatian
(Attention) dinilai baik karena berupaya untuk menghasilkan kepuasan pelanggan.
Adapun tindakan (Action) petugas ialah mampu melayani kebutuhan pelanggan
sesuai dengan tugas yang harus dilaksanakan.
Saran penulis ialah peningkatan sistem layanan AP2T (Aplikasi Pelayanan
Pelanggan Terpadu ), penambahan jumlah telepon Call Back, serta terus
melakukan peningkatan keterampilan komunikasi persuasif.
ABSTRACT
Nukie Mauliddyah Purwanti,210103110194,Customer Service Representatives
Duties at PT.PLN (persero) District Banjar. Academic Lecturer Dra.Kokom
Komariah M.Si. Diploma 3 Program Of Public Relation Study. Faculty Of
Communication Padjajaran University.
This thesis is prepared to observe attitudes, attentions, and also actions taken
by customer service representatives at PT.PLN (Persero) District Banjar.
Method of writing this thesis is descriptive,with data collections interview,
observations and study of literature.
Observations shows attitude of customer service representative of PT.PLN
(Persero) District Banjar in delivering service to customers are open minded,
active and fast response, supported by neat and congenial appearance, attractive
personality, and face expressions. A form of attentions showed by customer
service representatives is listening to any suggestions, advices, complains, and
various problems of guests, not interupting guests speech, offering solutions,and
considering guests as king. A real action is preparing properties ro serve
customers in AP2T (Aplikasi Pelayanan Pelanggan Terpadu) ,and describing the
procedures and requirements to get new connection, power changes, switching
transient, serving disorders and complaints.
As a conclusions show that the attitude of customer service representatives in
serving customers are well perfomed. The attentions to customers are good as an
effort to create customer satisfaction. The action of customer service
representatives is capable in serving customer needs according to the task to be
performed.
An advice from author is to improve the quality of serving in AP2T (Aplikasi
Pelayanan Pelanggan Terpadu), and addition of a call-back phone number,and
keep on improving skills of persuasif communications.
Nukie Mauliddyah Purwanti,210103110194, Layanan Petugas Customer
Service Di PT.PLN (Persero) Rayon Banjar. Dosen Pembimbing Dra. Kokom
Komariah M.Si. Program Studi Hubungan Masyarakat Diploma III. Fakultas Ilmu
Komunikasi Universitas Padjadjaran.
Penulisan laporan tugas akhir ini bertujuan untuk mengetahui sikap (Attitude),
perhatian (Attention) dan tindakan (Action) oleh petugas Customer Service di
PT.PLN (Persero) Rayon Banjar.
Metode penulisan adalah metode deskriptif, dengan teknik pengumpulan data
wawancara, observasi dan studi kepustakaan.
Hasil pengamatan menunjukkan sikap (Attitude) petugas Customer Service
PT.PLN (Persero) Rayon Banjar dalam melayani pelanggan bersikap terbuka,
aktif dan sigap dengan didukung penampilan yang rapi dan serasi serta
penampilan kepribadian dan ekspresi wajah yang menarik. Perhatian (Attention)
yang dilakukan petugas ialah mendengarkan saran, kritikan, keluhan dan
permasalahan pelanggan, tidak memotong pembicaraan, tenang, menawarkan
bantuan, menjelaskan dengan detail pertanyaan pelanggan, menawarkan solusi
serta memberlakukan pelanggan sebagai Raja. Bentuk tindakan (Action) yang
dilaksanakan ialah menyiapkan properti untuk melayani pelanggan, melayani
pelanggan di AP2T (Aplikasi Pelayanan Pelanggan Terpadu), dan menjelaskan
tata cara dan syarat untuk melakukan Penyambungan Baru (PB), Perubahan Daya
(PD), Penyambungan Sementara (PS) dan melayani gangguan serta komplain.
Simpulan menunjukkan bahwa sikap (Attitude) petugas Customer Service
dalam melayani pelanggan sudah berjalan baik dan optimal. Pada Perhatian
(Attention) dinilai baik karena berupaya untuk menghasilkan kepuasan pelanggan.
Adapun tindakan (Action) petugas ialah mampu melayani kebutuhan pelanggan
sesuai dengan tugas yang harus dilaksanakan.
Saran penulis ialah peningkatan sistem layanan AP2T (Aplikasi Pelayanan
Pelanggan Terpadu ), penambahan jumlah telepon Call Back, serta terus
melakukan peningkatan keterampilan komunikasi persuasif.
ABSTRACT
Nukie Mauliddyah Purwanti,210103110194,Customer Service Representatives
Duties at PT.PLN (persero) District Banjar. Academic Lecturer Dra.Kokom
Komariah M.Si. Diploma 3 Program Of Public Relation Study. Faculty Of
Communication Padjajaran University.
This thesis is prepared to observe attitudes, attentions, and also actions taken
by customer service representatives at PT.PLN (Persero) District Banjar.
Method of writing this thesis is descriptive,with data collections interview,
observations and study of literature.
Observations shows attitude of customer service representative of PT.PLN
(Persero) District Banjar in delivering service to customers are open minded,
active and fast response, supported by neat and congenial appearance, attractive
personality, and face expressions. A form of attentions showed by customer
service representatives is listening to any suggestions, advices, complains, and
various problems of guests, not interupting guests speech, offering solutions,and
considering guests as king. A real action is preparing properties ro serve
customers in AP2T (Aplikasi Pelayanan Pelanggan Terpadu) ,and describing the
procedures and requirements to get new connection, power changes, switching
transient, serving disorders and complaints.
As a conclusions show that the attitude of customer service representatives in
serving customers are well perfomed. The attentions to customers are good as an
effort to create customer satisfaction. The action of customer service
representatives is capable in serving customer needs according to the task to be
performed.
An advice from author is to improve the quality of serving in AP2T (Aplikasi
Pelayanan Pelanggan Terpadu), and addition of a call-back phone number,and
keep on improving skills of persuasif communications.